Roles and Responsibilities
- Manage a team of agents to achieve sales targets through effective call center management, BPO management, cross selling, upselling, retention strategies, and renewals.
- Develop and implement retention management plans to reduce attrition rates and improve overall customer satisfaction.
- Collaborate with the marketing team to create targeted campaigns that drive lead generation and conversion.
- Analyze performance metrics such as AHT, Shrinkage, Attrition rate, CSat/DSat scores to identify areas for improvement.
- Ensure compliance with company policies and procedures while maintaining high levels of quality assurance.
Desired Candidate Profile
- 5-8 years of experience in BFSI industry with expertise in Call Center Management, Cross Selling, Upselling, Renewals & Retention Management.
- Proven track record of achieving sales targets through effective leadership and strategy implementation.
- Robust understanding of BPO operations and ability to manage multiple priorities simultaneously.
- Excellent communication skills with ability to build strong relationships with customers and internal stakeholders.